Refund and Cancellation Policy

To request a discretionary no-charge adjustment or goodwill refund, customers must report the underlying concern within 48 consecutive hours, including weekends and holidays, after the later of actual completion and delivery of ZBN's completion notice to the contact information provided by the customer. ZBN may deliver the notice by text, email, or its customer portal. A completion notice does not make unfinished work complete. For recurring maintenance, the window applies separately to each completed visit. A discretionary remedy means an accommodation beyond what the agreement, warranty, or law already requires.

Reports may be made using the phone number, email address, text number, or customer messaging channel listed on the estimate or invoice. A written report is preferred for accurate records, but an actual report received by phone or in person will also be recorded. The customer should identify the property, service date, concern, and requested resolution, with photographs when reasonably available. Photographs are helpful but are not a condition of timely notice. A concern reported on time remains timely while ZBN reviews it; the review or refund does not have to be completed within 48 hours.

The deadline governs discretionary adjustments and goodwill refunds. It does not shorten an applicable warranty or legal deadline, waive claims for concealed defects, or eliminate any correction or refund required by the agreement or law. Silence, payment, or expiration of 48 hours does not by itself establish that defective or incomplete work was accepted.

A request to change the approved design, materials, placement, finish, or scope is additional work and may be charged even if requested within 48 hours. Reporting a concern within 48 hours does not create a right to free upgrades or work outside the approved scope.

Requests received after the reporting window will be quoted as additional billable work unless they concern a correction ZBN already owes under the agreement, warranty, or law. ZBN will identify the work and price before proceeding and obtain the customer's written approval, including a signed change order where required. For a material change to the plans or specifications on a covered Pennsylvania home-improvement job, the owner and ZBN sign and date a written change order that describes the change and its price impact before the changed work begins. This policy does not authorize an automatic additional charge to a stored payment method.

For a service concern, the customer should provide reasonable access for ZBN to inspect and, where appropriate, offer correction within a reasonable time suited to the issue and site conditions. ZBN will correct confirmed omissions or workmanship defects within the approved scope at no additional charge when required by the agreement, warranty, or law.

Before arranging nonemergency replacement or repair by someone else, the customer should notify ZBN and allow a reasonable opportunity to inspect and propose a resolution. This is not a requirement to leave a dangerous condition unaddressed or allow damage to worsen. If urgent protective work is needed, the customer should notify ZBN as soon as practical and retain photographs and receipts when available. This process does not eliminate otherwise available remedies or require the customer to accept an inadequate correction.

Properly completed work is not refundable solely because the customer changes their mind. For a fixed-price project, fewer labor hours or less material than anticipated do not reduce the price when the agreed scope, quantities, specifications, and quality have been delivered. This does not apply to time-and-materials billing, express allowances, or specified quantities that were not supplied.

Normal grass or weed regrowth, new leaf fall, and conditions caused by weather, animals, customer maintenance, or third-party activity after completion do not by themselves establish defective service. Any requested remedy will be assessed against the approved scope, representations made, applicable warranty, and cause of the condition. This paragraph does not excuse ZBN's improper work, negligence, use of incorrect materials, or failure to meet an express promise. Written plant or manufacturer warranties remain applicable.

A 25% deposit is required to reserve scheduling unless the approved estimate states otherwise. The deposit is credited toward the project price. For a covered Pennsylvania home-improvement project, the owner or authorized representative and ZBN must sign the written agreement before ZBN requests or accepts any payment.

After any legally required cancellation period, if the customer cancels for reasons unrelated to a breach by ZBN, ZBN may apply the deposit toward reasonable, documented, legally recoverable costs and losses caused by the cancellation. These may include authorized work already performed, project preparation, and nonreturnable materials purchased for the project. Any retention must account for costs avoided, supplier refunds, materials reasonably reusable on other jobs, and payments already received. ZBN will provide an itemized accounting and refund any excess. The deposit is not an automatic cancellation penalty, and the same cost will not be charged twice.

If ZBN cancels before starting work for reasons unrelated to a customer breach, all payments will be refunded. If ZBN cannot finish work already started, ZBN will provide an accounting and refund amounts not properly earned, without limiting any additional remedies the customer may have. Unused prepaid recurring services will be refunded after deducting properly earned charges and any lawful cancellation charge expressly agreed in advance.

ZBN will communicate weather, access, or site-condition delays and document any agreed material schedule change. A temporary delay does not automatically require a refund, but it does not eliminate contractual or statutory cancellation rights. Where Pennsylvania's Home Improvement Consumer Protection Act applies, if more than 45 days have passed since the starting date in the written contract and no substantial portion of the work has been performed when the refund is requested, ZBN will refund the amount paid within 10 calendar days after accepting and signing the return receipt for a certified-mail written refund request, or refusing that certified mail sent to ZBN's last known address, as required by law.

Except where otherwise required by the agreement, warranty, or law, a discretionary refund will be considered only when the underlying concern was reported within the 48-hour window. A timely report does not guarantee a refund. ZBN will review the agreed scope, available records, and inspection findings and communicate its proposed resolution in writing. The resolution may include correction, a partial refund relating to the affected work, or a full refund where warranted. ZBN's internal decision does not prevent the customer from pursuing a lawful remedy.

ZBN will provide an itemized accounting and issue any undisputed refund of unused payments within 10 business days after cancellation or termination of service. An agreed discretionary refund will be issued within 10 business days after ZBN and the customer confirm the resolution. Any shorter legal deadline controls, and a legally required refund does not depend on ZBN's approval. A dispute over one amount will not delay repayment of an undisputed amount. Refunds will use the original payment method where available or another mutually agreed method. A refund legally owed will not be replaced with a credit for future service without the customer's agreement. ZBN will not deduct a refund-processing or administrative fee. Payment-provider posting times may vary.

The original agreement's payment schedule continues to apply; the 48-hour reporting period does not create a new payment grace period. Undisputed amounts remain due, subject to any applicable right to withhold or offset payment. Billing errors or duplicate payments should be reported promptly and are not subject to the 48-hour discretionary-refund cutoff.

Customers are encouraged to contact ZBN to resolve billing concerns, but this policy does not require waiver of lawful card or bank dispute rights. Refunds and final payment-provider credits for the same amount will be reconciled to prevent duplicate reimbursement. ZBN will not recharge a disputed payment without valid authorization.

Nothing in this policy waives statutory cancellation rights, applicable warranties, or remedies for defective, incomplete, or unperformed work. Where Pennsylvania's Home Improvement Consumer Protection Act applies, a customer may cancel without penalty within three business days after signing, except where a statutory emergency exception validly applies. ZBN will honor a timely cancellation communicated by phone, in person, in writing, or by another legally permitted method. For a valid cancellation under that right, ZBN will return all payments without cancellation, preparation, material, or processing deductions within 10 business days after receiving notice, or sooner if required by law. Where Pennsylvania’s home-solicitation law applies, we explain your right to cancel at signing and give you two completed, detachable cancellation notices with the contract or receipt. The cancellation period under that law starts only after you have been told of the right and given the required notices. A written cancellation under that law is effective when deposited in the U.S. mail, even if it arrives later. Federal cooling-off rights also apply to qualifying sales. These rights are separate from the 48-hour goodwill policy.

Mandatory legal requirements control over conflicting terms. For an agreement that incorporates this policy, this policy replaces conflicting general refund or cancellation boilerplate. A lawful project-specific variation must identify the provision being changed and be expressly accepted by both parties. Changes do not apply retroactively, and posting a revised policy does not amend an existing agreement. This policy supplements the service agreement; it does not replace required project details, signatures, disclosures, or separate cancellation notices.